Study Of Service Profit Chain Model Of Service Enterprise

Based on the review of the traditional service profit chain theory, this paperelaborated its internal structure systematically, analyzed the specific composition andinfluencing factors of the employee value, customer value and enterprise value detailly,and discussed the driving mechanism of service profit chain of service enterprise, moreprofoundly interpreted the traditional service profit chain theory from the perspective ofthe value delivery.Using Boston Consulting Group Matrix, this paper divided employee into the starsemployee, question marks employee, cash cows employee and dogs employee from thetwo basic dimensions of competency and job performance, and described thecharacteristics and management strategies of them, and built the capacity cycle ofemployee. While we combine the capacity cycle of employee with influencing factors ofemployee value to build employee module. Next we pointed out shortcomings that thetraditional service profit chain insists on customer-oriented principle and neglect the weakcorrelation between customer satisfaction and customer loyalty, and introduce competitorfactors and customer regret to analyze customer loyalty. Using geographic, demographic,psychological and behavioral variables to subdivide the market, we combine market withinfluencing factors of customer value to build customer module. Using Enterprise LifeCycle Theory, we combine it with influencing factors of enterprise value and the BalancedScore Card to build enterprise module.Under the guidance of the concept of strategic service, this paper combine the servicemarketing triangle theory, join with employee, customer and enterprise together to buildand analyze service enterprise service profit chain model. Base on the service profit chain,we summary management suggestions of service enterprise from employee and customerlevel.